1. 1 | P a g e
RAYMOND A. HOLT (407) 808-6571  holt.raymond.a@gmail.com
Career Summary Call center leadership professional with demonstrated potential for creative
thinking and problem solving. Specialties include effective listening, proper
verbiage, and excellent written communication. Recognized as being results
oriented and dependable, with strong rapport building skills. Patient and driven,
maintains the ability to multitask as a team player while providing individualized
development sessions to enhance analyzed areas of opportunity.
Key Qualifications  Analytical
 Detail Oriented
 Effective Coaching
 Rapport Building
 10+ years of leadership
experience
 Embraces Change
 Accountability
Experience
JP Morgan Chase & Co. 11/2011-Present
Training/Coaching/Team Management
-Identified and resolved specialist performance gaps through report analysis,call
reviews, side by sides and remote monitors leading to an increase of 12% in overall
performance.
-Provided coaching and mentorship to over 100 specialists.
-Analyzed performance trends and created contests based on business need leading
to increased team morale and increasing the average expectation of the production
floor.
-Responsible for empowering 6 different teams across varying departments. This led
to a 4% increase in customer satisfaction.
-Created coexisting individual and team development paths.
-Promoted team cohesion with human resources, managers and Peers leading to
consistent specialist development.
-Designed easy to use tools to enhance developments leading to increased specialist
accountability and opportunity identification.
-Inclusive leadership style leading to accurate and timely completion of quarterly
performance reviews.
Senior Specialist
-Positively impacted performance across multiple departments including new hires,
tenured and specialty groups.
-Excelled as team captain by organizing contests to convert analyzed team
opportunities into strengths.
-Arranged and shared meeting minutes in an effort to increase team cohesion and
excitement.
-Trusted by my peers to answer a wide variety of CSD related questions within my
realm of knowledge, becoming the “go to” person for accurate, clear and concise
assistance.

2. 2 | P a g e
United States Air Force 03/2007-08/2011
Security Forces/ Law Enforcement Specialist
-Supervised the training of a class of 118 basic trainees.
-Accurately decided the appropriate response to various incidents resulting in
successful protection of approximately 7,500 personnel and countless high priority
assets.
-Supported a small unit of multinational, instructors, teaching law enforcement
capabilities and force protection across various locales globally.
-Created an incentive program for top air force service members within the security
forces unit based on attendance, job knowledge, and team contribution.
Victory Martial Arts 08/1999-03/2005
Chief Instructor
-Trained and managed a team of 6 assistantinstructors to implement a day to day
training schedule for approximate 125 students.
-Successfully maintained accurate accounting and record keeping leading to an
increased understanding of business strengths and opportunities.
-Increased profitability by developing strategies to bring more value to the student
curriculum leading to a 30% increase in business, and a 60% increase in retention.
Continuous Education
-Aug 2010 AS-Criminal Justice Community College of the Air Force, Montgomery,AL
-Attended coursework on matching learning styles and communication styles
utilizing “Learn More Now!” course work
-Currently Enrolled in “Inclusive Leadership Training: Becoming a Successful
Leader.” Through edx online school.
-Enrolled and completed the following coursework in Harvard Manage Mentor:
 Developing Employees
 Coaching
 Difficult Interactions
 Leading and Motivating
 Goal Setting
 Feedback Essentials
-Attended facilitation 101 training through Chase Card Services.
-Attended various leadership seminars with high level business leaders to develop
my ability to lead amongst a team of top performers.
-Attended seminars on teaching new skills to tenured performers in an effort to
increase productivity through change.
Proficiencies: TSYS, MS Excel, Power Point , MS Word, MS Office, NICE, PAT

3. 3 | P a g e
To: Nikolaus Kempe
Director Sales: Outbound
Re: Supervisor, Telemarketing
Dear Nikolaus Kempe,
I am writing to express my interest in the Supervisor Telemarketing position that has recently posted
with Wyndham Vacation Ownership. Upon reviewing the description and qualifications of this
position, I am confident that I possess the experience you are looking for.
My passion and excitement for mentoring and developing employees to exceed expectations is
matched by my experience in leadership and team building roles in my past. As a veteran of the United
States Air Force I have acted as a mentor, facilitating training curriculums across various locals
globally. The attention to detail exhibited through training and facilitation resulted in strong
communication throughout the chain of command. This experience developed my ability to
communicate with adult learners regardless of language, cultural or generational barriers. As the
manager and Chief Instructor of a martial arts academy, I recruited and trained teams of instructors to
focus on the customer experience while growing the business to record breaking levels. Within Chase
Card Services my accomplishments and responsibilities include and are not limited to:
 Training and developing new hires
 Conducting multiple hours of facilitation across multiple departments coaching various tasks
 Effective multidirectional partnership with Human Resources and peers
 Empowering motivation and goal setting for individual and team successes
 Sustained high level of performance throughout business change
 Creating motivational activities and performance incentives
My resume and credentials are enclosed for your review. I look forward to meeting with you to discuss
why I am the right fit for this role.
I can be reached via email at holt.raymond.a@gmail.com and by cell phone at 407-808-6571.
Thank you for your consideration.
Sincerely,
Raymond Andrew Holt